Help Desk Support Specialist

1 day ago

Glen Burnie, Maryland, United States ManTech Full time
Secure Our Nation, Ignite Your Future

Become an integral part of a diverse team at an industry-leading organization where our employees come first.

At ManTech International, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.

We're seeking a motivated, career- and customer-oriented Help Desk Support Specialist to join our team in Herndon, VA.

Key Responsibilities:
  • Provide support to the end-user community on hardware, software, and network-related problems, questions, and usage.
  • Resolve out-of-the-ordinary issues for users, collaborating with Help Desk Management as needed.
  • Ensure problem ownership and promote end-user satisfaction.
  • Closely monitor and resolve tickets assigned.
  • Offer phone, email, chat, and Service-Desk support for in-office and off-site users.
  • Document customer requests in the call tracking system and record actions taken and follow-up on deferred actions.
  • Respond to customer inquiries in a timely and professional manner.
  • Resolve incidents on first contact, using remote desktop control applications as needed.
  • Escalate calls or tickets to the appropriate queue or group for resolution, adhering to ISO 20000 and 27001 processes and policies.
Requirements:
  • A bachelor's degree in Computer Science or a related field, or equivalent experience.
  • A minimum of two years of related experience in computer hardware, software, networking systems, and setup, configuration, use, and troubleshooting of computer systems.
  • Proficiency with ServiceNow is a plus.
Clearance Requirements:
  • Must be a U.S. citizen.
  • Must be able to obtain a Public Trust clearance.
Physical Requirements:
  • Must be able to work in a stationary position for more than 50% of the time.
  • Must be able to communicate effectively with peers and senior personnel.
  • Must be able to operate a computer and other office productivity machinery.

ManTech International Corporation and its subsidiaries are equal opportunity employers. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department.

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